paloma wool — Local services in New York

UPDATE: Still NO refund, NO products, NO response after 5+ WEEKS — Had to dispute the charge

Despite multiple follow-ups, I have received no cancellation, no refund, and none of the items I paid for. Paloma Wool has not offered any solutions, and I ultimately had to dispute the charge with my credit card company. I am still interested in two items from the order—Duli and Gilma—and am now asking the NYC store to assist (details below). Thank you for your reply, but this issue remains unresolved after more than five weeks of frustration. I have received no formal order cancellation, no refund, and none of the products I paid for. Your response suggests this is purely a customs issue outside of your control. But as someone with experience in international trade and after talking with DHL myself, I know that you could have worked with new customs regulations to release my package (such as providing necessary documentation and paying the $153 fee) and communicated more effectively with me. That did not happen here. I was left to manage the entire situation on my own. Customer care not once reached out proactively while they repeatedly told me, “It’s not our fault, there is nothing we can do.” That is misleading and untrue.

If a company takes a customer’s money, it must either deliver the goods or issue a refund. Paloma Wool has done neither. I’ve also received no response to my requests—including the option to repurchase the two items I still wanted. With no other recourse, I filed a credit card dispute to recover my payment.

At this point, if I hadn’t visited the NYC store in person, I would genuinely wonder whether this was a scam. No live support, no refund, and no accountability leaves customers completely on their own.

To the NYC Store: There are still two items from this order I’d like to purchase—Duli and Gilma. I wrote to customer care while Duli was in stock weeks ago, but received no response. Duli is now sold out online. If the Paloma Wool NYC store has them in stock, I’d appreciate support from someone on that team to help facilitate the purchase. There is no live support from Paloma, and notably, no phone number or email for the NYC store. I’m requesting someone from the NYC store to contact me directly.

I made a significant purchase at the Paloma Wool NYC store more than 3 weeks ago. The staff were kind, but I was not informed that my items would be shipped internationally from Spain rather than locally from US.

My order, valued at over $1200, has now been stuck in U.S. customs for weeks because shipments above $800 are subject to different clearance rules and DHL needs more information from Paloma. Paloma's customer service has been unresponsive and has not provided a clear path to resolution.

I am traveling internationally in a few days and urgently need this resolved — either by delivering my purchase or refunding my money.

I’m writing this because I hope the NYC store team can escalate my case internally. You were wonderful in person, and I would truly appreciate your help in resolving this quickly.

For other customers: Please be aware that if you are purchasing in-store and opting for shipping, your order may ship internationally and be subject to customs delays — particularly for purchases valued over $800. I wish this had been made clear at the time of purchase.

I can provide the order details when needed. I sincerely hope to update this review positively if this situation is...

I am disappointed with my experience at Paloma Wool. I've been a long-time fan, so I knew what to expect in terms of clothes and quality going into the store, but the customer service threw me off. I bought a shirt online and wanted to exchange it for a different size. Unfortunately, even though the store had the size I needed, I was told I couldn’t make a purchase or exchange, since it was the last one in stock. Although the policy didn't make sense, I went along with it. Eventually, I asked if I could at least try on the shirt to confirm the new size would fit better before ordering it online. I don’t know if they misunderstood my request, but two different sales associates refused to let me try on the top, treating me as if I had suspicious intentions. At one point, one of the sales associates entered the changing room while I was getting dressed. She said she wanted to check in and proceeded to tell me what size I was supposed to wear according to the Paloma wool styling - which felt completely unsolicited and intrusive. Finally, one sales associate let me try on the top in a different size. She was gracious and seemed apologetic for the awkward experience caused by her coworkers. While I enjoy the clothes, I found the shopping experience to be awkward and unpleasant. They really need to fix the attitude in store and those dollar tree shower curtains they use for the...

in summary, i paid customs tax even tho everything is returned. I tried on 4 items in the store on 4/25, and the staff kindly asking if they could ship everything to me since many of them is the last one and they want to keep those for customer to try on. I said of course, happy to help. When i got the package notification from DHL they mentioned there is customs tax since it's over $1,000. I went back to the store and explain the situation they told me it's common, all i need to do is reaching out the customer service and have them break down the package so it's not over $800 for each package. I reached out and mentioned everything, DHL never reached out again so i thought the package was returned. Was going to order the exact 4 pieces but then I got refund earlier June and noticed it's $160 less than what i paid in total originally. Customer service mentioned DHL only returned the package because i didn't pay the customs tax. I never had to pay customs tax without actually having the items on my hand which is a first, and i did all this shipping because i said yes to the staff when i could've just got everything in the store. If company/store/brand is not ready to adapt the market they are new to, don't come to the new market. Don't see this money coming back ever but also would never shop...